406, 2020

Making the Virtual Contact Centre a Permanent Capability

Making the Virtual Contact Centre a Permanent Capability. There has been a number of things we have had to get used to over the past few months, like crossing the road to avoid people walking towards us, cutting our own hair and having our contact centre agents working from home. It is amazing how quickly we have been able to adapt. In fact, many contact centres are now questioning whether a ‘remote’ model is really a bad thing and whether there are advantages to adopting this model long-term. A lot of agents love being able to avoid commuting and having more flexibility [...]

505, 2020

Homeworking – Cirrus Remote Social Media Management

How efficient is your Social Media Management? This is Paul – Paul works in marketing on-brand messaging across different social media platforms. He monitors likes and dislikes, watches trends and customer conversations. He compiles all this into reports for the marketing department to show the response their activity is having on brand reputation and value. BUT, with many people now at home with much more time on their hands, the amount of social media posts to monitor has sky-rocketed. Customers who are unable to get through to the Contact Centre, which is flooded with calls, are airing their grievances in public, for [...]

1504, 2020

Homeworking – Cirrus Remote Working Solution

Manage your remote contact centre with full visibility - Buy some breathing space to get Voice under control in your Virtual Contact Centre Say hello to Mimi – Mimi is a highly experienced Contact Centre Manager. She cares passionately about providing excellent customer service and she’ll do whatever it takes to support her contact centre agents in doing this. Mimi and the executive management team thought they had every eventuality covered with their business continuity and disaster recovery plans. But no one imagined that we would all being working from home, indefinitely, with no more than a few days notice to prepare. [...]

904, 2020

Homeworking – Remote Working SMS Management

Take the pressure off Voice by opening up your SMS channel - And protect your brand into the bargain! Here’s Ryan –Ryan works in marketing and he’s worried about his brand’s reputation. Customers are struggling to get the answers they need from the Contact Centre/Service Desk because it has been swamped with calls. The contact centre agents are all working from home, so Ryan can’t saunter over to see what is happening. He sent a mass communication out to his customer base recently and he doesn’t know what response it has generated. His customers can’t respond to the SMS to ask questions [...]

804, 2020

Homeworking – Remote Email Management

How efficient is your Remote Email Management? Meet Greg – Greg is a supervisor or manager and works in contact centres up and down the country in companies large and small. Greg works in Service Support, Sales Support and Customer Service operations managing emails from shared inboxes. Greg also works in a highly regulated business, with strict guidelines around complaint handling and clearly defined compliance processes. He spends a significant part of his day sorting, allocating and distributing emails to the team for action. He monitors productivity and helps his team members when they need it. He collates information on trends, why [...]

1703, 2020

Protect your Contact Centre employees against Coronavirus with a flexible working solution.

Protect your Contact Centre employees against Coronavirus with a flexible working solution. With the number of cases of Coronavirus in the UK increasing, many companies are reviewing their business practices in line with advice from the Government and assessing whether they have a robust flexible working solution in place. In fact, having a solid Business Continuity Plan in place is important for any business to counter a whole range of scenarios and emergencies. For any business, maintaining overall employee productivity in challenging conditions is very important. However maintaining the smooth running and capacity of its contact centre is of paramount importance to [...]

1202, 2020

Is your contact centre’s reporting tool current and fit for purpose?

Is your contact centre’s reporting tool current and fit for purpose? The Old Days I’ve been in the contact centre industry for over twenty years starting on the phones as an advisor to setting them up and running them. During that time, I learnt contact centres, with a capacity of 40 or thousands of agents, have one thing in common: the knowledge that robust reporting tools, delivering call centre metrics, is fundamental to tracking and monitoring a business’s overall performance. Yet, over the years they have been many (hundreds!) of call centre metrics, so which one is the most important metric to [...]

1212, 2019

Are Card Payments your weakest link?

Card data breaches can severely damage your brand’s reputation. Figures from UK Finance confirm that theft of personal and financial data through social scams and data breaches was a major contributor to fraud losses in 2018. The Information Commissioner’s Office (ICO) reports that during Q2 of 2018/19, there was over 4,000 data security incidents. Information stolen through a data breach can have on-going ramifications because the data can be used for months, or even years, after the theft. PCI DSS in Contact Centres is a Challenge Firms that suffer a data breach where customers’ card data is compromised that are not PCI [...]

2603, 2019

Excuse me, do you speak English?

Having spent fifteen years in international roles launching tech products of various kinds (mainly those promoting better communication, ironically), when I hear the phrase “Excuse me, do you speak English?”, I have come to expect that the conversation won’t go well. Whilst working for a French company and spending increasing amounts of time in Paris, I tried to avoid this scenario with the very non-English behavior of attempting to converse in local language. My feeble attempts to speak French in France were almost always swept aside: the reply came straight back in perfect, always heavily-accented English. The sub-text even I could translate…. [...]

2911, 2018

Measuring ROI for your Conversational AI

Artificial Intelligence is the buzzword of the contact centre industry, and it’s not going anywhere! However, some organisations are still waiting for AI technology to develop to the point of being completely mature and widely adopted. According to Gartner’s emerging technologies hype cycle – Conversational AI Platforms sit as an Innovation Trigger where the plateau will be reached in the next 5-10 years. Even though we’re still a few years away from the peak, all that AI promises to deliver is certainly worth the hype and is available right now! While AI technologies are yet to reach their peak, this is a [...]

2911, 2018

Banishing Poor Customer Experience – Getting Omni Right!

 We have all had our fair share of bad call-centre experiences. There’s an expectation and then there’s the reality of what happens for a customer. Let’s take a look at a typical customer engagement. We’ll call the customer Bob. In this scenario, Bob has experienced a service-affecting issue with his mobile phone contract. He calls the contact centre, along with thousands of other customers, and is put on hold. After 20 minutes he hangs up, because he has an important meeting to attend, and he calls back later. When he calls back, he is put on hold again, so he visits the [...]

1009, 2018

Winning with AI – A Glimpse into the Retail Banking Industry

Bank branches have seen a modest decline over the past few years, thanks to the wide adoption of the smartphone, now customers are choosing to use online banking instead of visiting their local branch. Consumer visits to retail bank branches are set to drop by 36% between 2017 and 2022. Customers who do use their branch are visiting less frequently, and some consumers are less likely to use their branch at all. According to a research paper by CACI, Customers interactions with their bank will increase by 54% in the next 5 Years and banking app transactions will increase by 121%. Technology [...]

3108, 2018

The Case for SMS as a channel in your Contact Centre.

We spend ‘hours’ on our smartphones texting every day, so why aren’t contact centres leveraging this communication channel to customers and consumers? The average consumer uses multiple devices and multiple channels every day; seamlessly moving from one to another. They expect business’ to be able to match this behaviour during customer services interactions.  Consumers want to connect with businesses quickly and easily, do what they need to do, then get on with their day. The easiest way for them to do that is using text messaging. Texting is a channel customers want to use and organisations should match consumers behaviour. The rise [...]

608, 2018

Demystifying The Difference Between a Chatbot and Artificial Intelligence (AI) in the Contact Centre?

Artificial Intelligence (AI) plays an instrumental role in the evolution of customer service and the overall customer experience - helping reduce the overall customer effort and meeting the ever-rising expectations of the ‘always-on access’ customers, who instinctively want to self-manage on their own terms. With the rise of so many AI based technologies available in the market place, how do we cut through all the noise? There’s a great deal of confusion in the market regarding the difference between Machine learning, Conversational AI and a Chatbot? How do you know which will exceed your customers’ expectations? AI is an overused term in our [...]

1807, 2018

Are your customers truly at the heart of everything you do with Omni-Channel?

Are you really addressing customer experience in the contact centre? Are you matching all the channels they use to communicate? Do you have a clear view of the entire customer journey? Is your contact centre provider really allowing you to engage with your customers on all channels (including WhatsApp, app store etc) whenever, wherever? Never before in history has technology progressed so rapidly that organisations have had to change so fast. The next generation of people (those born between 1995 and 2010 who account for 27% of the world population) is entering the workforce and has spending power. They expect to be [...]